Customer Success Manager
New
Remote | Canada or USAFull-TimeMiddle
Salary100,000 USD per year
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Job Details
- Experience
- 4+ years of experience in Customer Success within a PLG SaaS company.
- Required Skills
- Data analyticsCustomer SuccessSaaSHubSpotSlack
Requirements
- 4+ years of experience in Customer Success within a PLG SaaS company.
- Proven experience managing 100+ mid-market accounts.
- Strong ownership mentality and initiative.
- Exceptional relationship and communication skills.
- Comfortable working with data, dashboards, and customer metrics.
- Experience influencing renewal, retention, and expansion outcomes.
- Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe.
- Self-motivated and comfortable working autonomously in a distributed team.
Responsibilities
- Own client activation and onboarding from deal close through successful adoption.
- Manage ongoing customer relationships and conduct value-driven business reviews.
- Directly responsible for Gross and Net Revenue Retention (GRR & NRR).
- Manage renewals, expansion opportunities, and at-risk accounts.
- Build and maintain strong, trust-based relationships with key decision-makers.
- Deliver key account insights on health, renewal risk, and expansion opportunities.
- Develop scalable processes and playbooks for lifecycle management.
- Monitor product adoption metrics and health data to drive action.
- Educate and enable customers through webinars and resources.
- Collaborate cross-functionally to resolve issues and influence product roadmap.
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